Create Raving Fans: How Small Businesses Win Big with Memorable Experiences 

EP304 Profit With A Plan Podcast

Released May 27, 2025

Guest: Vance Morris, Customer Retention Expert, founder of Chesapeake Service Solutions

Host: Marcia Riner, Business Growth Strategist, CEO Infinite Profit®

Podcast Notes:

In this unforgettable episode of Profit With A Plan, Marcia Riner sits down with Vance Morris—Disney veteran, customer retention expert, and founder of Chesapeake Service Solutions. Vance reveals how small business owners can stop chasing new customers and start creating raving fans who return again and again—and bring their friends with them.

If you're tired of transactional relationships and want to build a business that thrives through loyalty, storytelling, and unforgettable experiences, this episode is your roadmap.

⏱️ Timestamps + Key Moments:

00:02:15 – Meet Vance Morris: From Disney leadership to customer experience strategist

00:04:02 – What Disney taught Vance about loyalty and brand affinity

00:05:38 – Why Chick-fil-A trains better employees than most companies

00:07:00 – The real reason small businesses can’t blame the labor pool

00:08:50 – Cultivating brand evangelists like Apple, Harley-Davidson & Disney

00:10:04 – Why creating emotional connection beats flashy branding every time

00:12:00 – How Vance used his kids in marketing to create unforgettable bonds with clients

00:13:58 – The simple 3-part system to keep clients for life

00:15:50 – Why paper newsletters still outperform digital marketing

00:17:40 – How even B2B firms can use customer experience to grow loyalty

00:20:55 – Real-world example: Turning an oil change shop into the "Disney of service stations"

00:26:53 – The ROI of experience: higher prices, lower churn, and brand buzz

00:29:11 – Branding an insurance agency as “the agency that rocks”

00:31:05 – Why being memorable is better than being the cheapest

00:32:11 – Little things, big impact: how a university security guard wowed Vance’s family

00:36:03 – Vance’s free gift: 52 Ways to Wow Your Customers Without Breaking the Bank

💡 Top Takeaways:

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  Experience drives loyalty: Customers stay—and refer—when their journey is emotionally engaging.

  
  


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  Surprise & delight work: The smallest unexpected gestures can create lifetime value.

  
  


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  Memorable > Cheap: Competing on price is a race to the bottom. Stand out by being unforgettable.

  
  


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  Simple systems win: A printed newsletter, a timely postcard, and a story-rich email can transform retention.

  
  


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  Your brand is how they feel: Consistency, personality, and intentional details define your brand far more than a logo.

  
  

🎁 Vance’s Free Gift:

Download “52 Ways to Wow Your Customers Without Breaking the Bank” – practical weekly ideas to delight clients and stand out.

👉 wow52ways.com

Vance Morris: deliverservicenow.com

 

 

💰This episode is sponsored by Profit Booster® Podcast Monetization Hub. 

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Find Profit With a Plan on Apple Podcasts, Spotify, and all major podcast platforms. Stay tuned for more high-impact, profit-driven strategies in our next episode!

👤 About Marcia Riner

Marcia Riner is a business growth strategist who helps entrepreneurs scale smarter, increase profitability, and maximize business value. As CEO of Infinite Profit® and creator of the Profit Booster® strategies, she goes beyond advice—working alongside business owners to implement proven strategies that strengthen financial stability, optimize operations, and drive long-term success.

Whether you’re looking to boost profits, expand, or prepare for a high-value exit, Marcia delivers the expertise and hands-on support to make it happen. Learn more at InfiniteProfitConsulting.com.

Got questions?  Reach out to Marcia and her team at (949) 229-2112 ♾️